successfactors
Systems Integration Specialist
NTT DATA Services
Noida, IND
Mid · 4–8 years experience
Onsite
Discovered 4 days ago
Full Job Posting
Key Responsibilities
- Operational Support & Incident Management Monitor production systems, alerts, dashboards, and customer-impacting signals to identify operational issues proactively. Perform incident triage, impact assessment, prioritization, and escalation coordination for production issues. Coordinate escalations across support, engineering, infrastructure, and customer stakeholders to ensure timely issue resolution. Manage support queues and ensure timely ownership, updates, escalation, and resolution tracking. Support incident, problem, and service management processes in alignment with operational SLAs and support standards. Support major incident management activities including impact assessment, stakeholder coordination, recovery tracking, and post-incident follow-through. Participate in root cause analysis (RCA) discussions and contribute toward long-term operational improvements and recurring issue reduction. Customer & Stakeholder Coordination Collaborate closely with the Customer Offshore Manager to maintain operational alignment, communication transparency, and effective support coordination. Participate in major incident calls, escalations, operational reviews, and stakeholder communication during high-impact production issues. Ensure timely, accurate, and audience-appropriate communication during incidents, operational updates, and service reviews. Maintain clear and structured shift handoffs to ensure continuity of support operations across global teams. Functional & Business Understanding Develop strong understanding of customer journeys, functional workflows, and business-critical digital transactions across guest-facing platforms. Analyze functional and technical dependencies across integrated systems, APIs, and downstream services. Assess operational and business impact of production incidents affecting customer experience and platform availability. Continuous Improvement & Operational Excellence Identify monitoring, alerting, and operational visibility gaps across critical digital workflows. Maintain operational reporting discipline through accurate ticket categorization, incident documentation, and support metrics tracking. Contribute to knowledge management practices including SOPs, troubleshooting guides, KB articles, and operational runbooks. Identify opportunities for automation, operational optimization, and support process improvements to improve efficiency and scalability. Preferred Technical Exposure Web/mobile digital commerce applications. API-based distributed systems and integrations. Observability and monitoring platforms (Datadog, Dynatrace, Splunk). ITSM tools such as ServiceNow. Agile/DevOps delivery environments. Cloud-native production supports models.
Preferred Qualifications
- 4–8 years of experience in application production support, digital operations, or enterprise service delivery environments. Experience supporting customer-facing web/mobile applications in transactional or digital commerce ecosystems. Strong understanding of incident management, problem management, production support processes, and ITSM operating models. Experience working within offshore delivery models supporting global enterprise customers. Familiarity with observability platforms, application log analysis, and operational reporting practices. Experience coordinating across engineering, product, infrastructure, and service management teams during production incidents. Experience supporting hospitality, booking, eCommerce, or other customer-facing transactional platforms is highly preferred. About NTT DATA NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D. Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com, @nttdatafed.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us . NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us . This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here . If you'd like more information on your EEO rights under the law, please click here . For Pay Transparency information, please click here .
About NTT DATA Services
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